Abigail Cooper
South Darenth
Summary
Motivated Individual with 6+ years of progressive experience. Energetic self-starter and team builder. Navigates high-stress situations and achieves goals on time and under budget. Motivated professional with progressive experience in customer service. Navigates high-stress situations and delivers efficient resolutions to enhance customer satisfaction. Achieves goals on time and under budget through effective problem-solving and team collaboration.
Overview
8
8
years of professional experience
Work History
Customer Success Executive
Parenta
03.2025 - Current
- Addressed customer service enquires quickly and accurately.
- Assisted customers with product-related questions, feedback and complaints.
- Maximised customer satisfaction by resolving service issues promptly.
- Helped customers set up new systems, applications and software.
- Provided clear and concise step-by-step technical support to guide clients.
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
- Provided comprehensive support for hardware, software, and network problems, significantly reducing resolution times and boosting productivity.
- Maintained and repaired peripheral equipment connected to laptops and desktops.
- Monitored computer system performance and intervened in identified problems.
- Identified system performance issues, providing swift remedial action.
- Maintained compliance with service-level agreements with fast, knowledgeable resolution for diverse issues.
- Educated service users on new software updates and system capabilities.
- Managed the installation and configuration of computer systems and networks, ensuring seamless integration and minimal disruption.
- Trained staff on the use of new technologies and software, enhancing team capabilities and improving workflow efficiency.
- Upgraded hardware promptly to minimise service disruptions.
- Tailored support and advice to non-technical users, enabling them to utilise technology more effectively and confidently.
- Kept computer hardware in excellent working condition through regular maintenance and inspections.
- Logged and completed reports to submit technical details to management.
- Conducted training sessions with customers to demonstrate software updates, new systems and hardware.
- Offered recommendations for system improvements and upgrades to support evolving business requirements and technology advancements.
- Participated in the development of IT policies and procedures to standardise support processes and improve service delivery.
- Documented actions taken using work order system within [Software].
- Implemented backup and recovery procedures to safeguard critical data against loss or corruption, ensuring business continuity.
- Communicated ICT disruptions to staff regarding installations, upgrades and outages.
- Facilitated the migration of data and systems during upgrades, minimising loss of information and downtime.
- Designed and perfected data recovery strategies to manage unexpected data loss or theft.
- Entered comments to control system operation, verify functionality and detect errors.
- Utilised remote desktop tools to efficiently address user issues, reducing resolution times.
- Provided comprehensive support for software applications, minimising downtime and business disruption.
- Delivered detailed reports on support activities, contributing to strategic planning and decision-making.
- Offered tailored training sessions for users, improving their understanding and efficient use of software.
- Facilitated user acceptance testing for new software releases, ensuring compatibility and user satisfaction prior to full deployment.
- Developed and implemented strategic B2B sales plans to drive revenue growth and market expansion.
- Managed key accounts, fostering long-term relationships with business clients to secure repeat business.
- Secured new clients through targeted prospecting and networking.
- Coordinated with IT department to resolve technical issues affecting telesales operations.
- Collaborated with marketing department to align telesales campaigns with broader promotional activities.
- Led telesales team to surpass quarterly sales targets through effective coaching and motivation.
- Established clear performance standards and objectives for telesales team members.
- Upsold advertising packages and options to customers by making outbound sales calls.
- Conducted outbound sales calls to potential clients, promoting hotel services and special offers to boost bookings.
- Scheduled customer service after sales calls to recommend home improvement providers and request for referrals.
- Delivered high level of service to customers in effort to build upon future relationships.
- Kept organisation in compliance with regulations and internal requirements.
- Formed and sustained strategic relationships with clients.
Customer Service Representative
CMT
05.2024 - 10.2024
- Protected information and maintained confidentiality.
- Wiped down and sanitised work spaces and frequently touched surfaces.
- Handled team filing, data entry and recordkeeping.
- Collaborated in team setting to handle daily assignments and challenges.
- Collected required materials, tools and supplies to complete work.
- Completed regular tasks and temporary assignments as directed.
- Listened to directives from senior team members to complete safe, accurate work.
- Operated equipment following correct procedures and safe practices.
- Delivered finished work to precise specifications following verbal and written orders.
- Restocked and organised [Type] supplies.
- Received and efficiently handled [Type] queries.
- Stayed collected and calm during difficult situations and interactions.
- Flexed with changing demands and requirements to consistently meet objectives.
- Helped clients feel welcome by conversing warmly and professionally answering questions.
- Developed proficiency in [Software] and used skills regularly to complete assignments.
- Accomplished tasks with enthusiasm and skills in time management.
- Dartford
Deputy Customer Service Management
Crosswater
03.2018 - 05.2024
- A deputy customer service manager in a call centre, responsible for monitoring the team, handling escalations and unhappy customers, managing the team, creating team plans.
- Assisted customers with product-related questions, feedback and complaints.
- Monitored customer surveys and feedback to develop corrective actions for service-related issues.
- Processed and issued product orders and service upgrades for customers.
- Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.
- Addressed customer service enquires quickly and accurately.
- Built rapport with customers through courteous and professional communications.
- Maximised customer satisfaction by resolving service issues promptly.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Streamlined communication channels between departments, ensuring timely resolution of customer issues.
- Coordinated with logistics teams to optimise delivery schedules, reducing wait times and improving customer satisfaction scores.
- 5 years Customer service experience.
- Knowledge of KPIS and daily stat reporting.
- Fire Marshall.
- Calm under pressure.
- Quality Assurance.
- Public speaking.
- Person-centred practise.
- Complaint handling and resolution.
- Call centre environment experience.
- Marketing.
- Team leadership and motivation.
- Project planning and coordination.
- Inventory management.
Education
Foundations Degree - Early Years Certificate
Greenwich University
01-2016
Cache Level 2 Certificate - Children and Young People
North West Kent College
01-2015
6 GCSE's - English, Math's, Science, and Child Development, BTEC in Childcare at C grade
Dartford Technology College
01-2012
Skills
- Effective communication
- Confidence
- Conflict resolution
- Technical support
- Customer service
- Data recovery
- System monitoring
- Team collaboration
- Pressure management
- Time management
- Motivation and encouragement
- Deadline and target achievement
- Driving license
- Networking skills
- Sales expertise
References
References available upon request
Personal Information
Drivers License
Timeline
Customer Success Executive
Parenta
03.2025 - Current
Customer Service Representative
CMT
05.2024 - 10.2024
Deputy Customer Service Management
Crosswater
03.2018 - 05.2024
Foundations Degree - Early Years Certificate
Greenwich University
Cache Level 2 Certificate - Children and Young People
North West Kent College
6 GCSE's - English, Math's, Science, and Child Development, BTEC in Childcare at C grade
Dartford Technology College